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An Intranet & Extranet Case StudyFungai Alexander Mapondera
© Landis+Gyr | October 1, 2015 | PUBLIC
Maximizing UX to meet Different Stakeholder Expectations in a Customized Common Platform
@SavileImage
https://ch.linkedin.com/in/mapondera
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC 2
Who we are?
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC
Our offering
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Software energy management systems
Communication technologies
Services and trainingsSmart energy meters
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Landis+Gyr is…
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Proven success with more than 3,500 utilities of all sizes around the world
Largest installed base- >300m devices installed- >50m multi utility smart meters & 100
AMI systems deployed - >14m meter points under managed
servicesIndustry’s largest R&D resources
- 1,200+ engineers & 10% of revenues
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC
Facts & Figures BY 2014/15
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Key figuresSales by region
Total sales:1,519 billion
USD
AsiaPacific
51%
15%
34%
Americas(North &South
America)
EMEA(Europe, Middle East, Africa)
2014/15 2013/14
Sales 1,519 mUSD 1,539 mUSD
R&D in % of Sales 9.7% 8.4%
Manufacturing sites 16 16
R&D centers 25 19
Sales offices 73 73
Employees 5,700 5,500
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC
Dedicated to Customers and to Technology
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HeadquartersR&D CentersManufacturing–Dedicated Assembly Manufacturing–High VolumeSales point presence
Northfields, UK
Montluçon, FRA
Zug, SWI
Nuremberg, GE
Corinth, GR Baddhi, IND
Kolkata, IND
Zhuhai, CHN
Pequot Lakes, MN
Reynosa, MEX
Isando, RSA
Melbourne, AUS
Sydney, AUS
Alpharetta, GA
Jyskä, FIN
Stockport, UK
Noida, INDSan Antonio, TX
Curitiba, BRA
Bloomington, MN
Americas26%
EMEA 32%
Tokyo, JAP
Holte, DK
Lafayette, IN
Raleigh; NC
Fortaleza, BRA
Lenexa, KS
Prag, CZE
Ostrava, CZESevilla, ESP
Asia Pacific42%
1’200 engineers in 25 R&D centers
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC
Selection of key customers in EMEA
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100k E2E solution
260k mp’s E2E solution forelectricity and district heat
16m electricity and gas meters
1.7m smart meters
630k mp’s and HES solution
210k mp’s E2E solution with 10 years managed services
End-to-end solution with SAP integration & load management
Meters & DCs for Pilot and 28% of first roll-out portion
>800k mp’s with PRIME PLC
160k mp’s end-to-end solution for electricity and district heat
56k mp’s ICG solution with SAP integration
HES solution and Smart Meters with G3 PLC
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC 8
History: Constraints of an open source platform
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Typical news flow…
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Typical engagement news flow…
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Typical department portal…
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Product portfolio portal…
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Typical document sharing…
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC
Website Baker: The Pains & Joys
The Pains
No possibility for collaborationNo governance structureUnclear ownership Liberal approach to corporate brandingAd-hoc optimization
The Joys
Easy to use - WYSIWYG
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC 15
Collaboration: Embracing a new approach
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Understand how people work…
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Interviews
Surveys
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Brain storming with stakeholders…
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC
Aspirations…
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Global news platform
Collaboration
Simplified content
managementSocial
Unified look and feel
Easy navigation
Search functionality
Video capabilities
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC
Developing wire frames…
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Developing wire frames…
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Developing wire frames…
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC
All stakeholders catered for…?
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Example of a popular page…
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC
Implementation process…
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• Guides
• Go-Live
• Optimize
• UAT
• Feedback
• Training
• Design
• Build
• Set-up
• Discuss at micro level
• Content audit
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC
Overcoming challenges…
Educating key stakeholders– Power users (first point of contact)– IT Service desk (when to consider bringing in external support)
Best use cases of SharePoint platforms Clear differentiation of department portals and team spaces
– Accessibility– Look and feel– Content prioritization– Overall governance
User centric approach Easy administration Explore more uses with SharePoint – possibilities are endless
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Regional Intranets today…
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Country Intranets today…
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Department portals today…
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC
Collaboration team site today…
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Product Portfolio Info today…
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC
Product documentation today…
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• Understand product document processes• Minimize or eliminate human intervention• Retain empowerment on SmarTeam PDM• Educate Product Managers and their Key customers – alleviate
fears• Culture change – mindset and behaviour
• People tend to think what are they being made to give up
Source Image 1: Department of Labor, Bureau of Labor and Statistics. Source Image 2: Age demographics at Tennessee Valley Authority, TVA
Unique Product Portfolio Info users…
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC
SharePoint Intranet Realized
Time to market
Approximately 15 months
Advantages of introducing the platform to employees
Little or no IT intervention Direct empowerment of power users and ease of contact with end users Increased up take of different depart portals and consumption of content
due to easy to use portals Increase in collaboration spaces set up (at least 50 in one region) Easy to use search functionality – at least 49% use search as an entry point One stop news publishing globally
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC 35
Extended journey into SharePoint Extranet – Release 1
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC
Rolling out the Extranet: Collaboration
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Time to Market Challenges• Multiple time zones• Solution design in one location• Working culture
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC
Building Release 1: Collaboration
Translating existing relationships and collaboration tendencies happening between employees and external stakeholders
Seamless integration with Intranet and Website Access to core systems i.e. CRM etc. Extranet as a driver of CRM efficient customer, partners and staff
data management Integration with eService platform Processes for team space request and access User support process Defining governance model (who, what, how)
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Insight into Landis+Gyr Extranet…
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Accessible easily via Website & Intranet
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User dashboard…
Will be adapted to take into account introduction of Product
Portfolio Information
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Collaboration team spaces over view…
Over 40 collaboration team spaces on the Extranet
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC 42
Extended journey into SharePoint Extranet – Release 2 (in progress)
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC
Building Release 2: Extended Collaboration with Product Portfolio
Enhancing work space management Easily introduce new users to team space – reduce steps and
optimize connection to CRM directly Enhanced security of work spaces Overall simplified user management – multiple handling Expose Intranet product portfolio onto Extranet Allow content editors and Product Managers to select which
documents on Intranet should be made available on Extranet (collaboration team spaces and customized ‘My Products’ view)
Product tagging against an account
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC
Enhancements in collaboration team spaces…
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC
Enhancements in collaboration team spaces…
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC
Introducing custom Product Portfolio Info…
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC
On course to realizing Release 2
Advantages of introducing Extranet to customers
Enhanced relationship between Landis+Gyr and current customer base Integrated e-Service tool helps customers talk to Landis+Gyr more Competitors not providing same level of interaction with customers Professional and secure environment
Positives from an internal stakeholder perspective
Overall easy collaboration with document management No significant IT involvement – self serving solution Retain customers for longer Easy access without need for VPN Comprehensive on-going after sales service
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC 49
Key take aways
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC
Meeting different stake holder expectations
1. Don’t be tool/technology centric – understand what the needs are first
2. Engage with the prospective users of the platform – understand their needs, concerns etc.
3. Empower users to positively contribute – share knowledge
4. Governance is not the ‘be-all and end-all’ – it can’t manage everything –things are changing and so is the way people work
5. Allow for flexibility
6. Be prepared to confront CULTURE
7. Realize as much value as possible from your solution
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Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC 51
Questions
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Thank you for your attention
Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC
Fungai Alexander MaponderaDigital Communication Manager
[email protected] +41 41 935 6402
Landis+Gyr AGwww.landisgyr.com